Refund policy

Returns & Refunds Policy

We want you to love your ritual. If something isn’t right, we’re here to help.

1) Eligibility & Timeframes

  • Change of mind (UK): You have 14 days from the day you receive your order to tell us you’d like to cancel/return, and a further 14 days to send it back.

  • EU customers: A 14-day cooling-off period also applies.

  • Faulty or damaged: Please contact us within 48 hours of delivery so we can make it right.

2) Condition of Returns

To be eligible, items must be:

  • Unused and unopened (wicks unlit; wax melts/clamshells unsealed items are considered opened).

  • In their original packaging (including presentation box, labels, and any included cards).

  • Accompanied by your order number and proof of purchase.

For safety and hygiene reasons, we cannot accept returns of candles or wax melts that have been lit, burned, or opened, unless they are faulty.

Non-returnable items: Gift cards, customised/personalised items, and partial sets.

3) How to Start a Return

Email contact@sableandflame.co.uk with:

  • Your order number

  • The item(s) you’d like to return

  • For damages/faults: clear photos of the product, inner/outer packaging, and shipping label

We’ll confirm next steps and provide a returns authorisation. Items sent back without authorisation may not be accepted.

Return address: We’ll share the correct returns warehouse address in our reply.
(Please don’t send returns to our registered/virtual office.)

4) Return Shipping Costs

  • Change-of-mind returns: You’re responsible for return postage. We recommend a tracked service and keeping your receipt.

  • Faulty/damaged items: We’ll cover reasonable return shipping or provide a pre-paid label.

5) Damages & Issues

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos. We’ll arrange a replacement, repair, or refund as appropriate.

6) Exchanges

The quickest way to swap an item is to return the original (once approved) and place a new order for the replacement.

7) Refunds

Once your return is received and inspected, we’ll email you about approval.
If approved, a refund is issued to your original payment method within 10 business days. Your bank/card provider may take additional time to post the funds.
If it’s been more than 15 business days since approval, email contact@sableandflame.co.uk.

8) Your Consumer Rights

This policy does not affect your statutory rights. UK customers are protected under the Consumer Rights Act 2015 (faulty goods) and the Consumer Contracts Regulations (cancellations for online purchases). EU customers retain their local consumer protections.